Guild Wars 2

Hi, my girlfriend just recently bought this game and created an account. However, when attempting to access the account she keeps getting the password incorrect message.
We have verified that the email address is correct, used the email address for login purposes, and also exhausted every possibility of what the password could be.

She wrote her password down immediately after she came up with it, and there were no caps lock turned on. She can’t do the normal password reset because it requires a character name, which she doesnt have since its a new account.

She submitted a support ticket and its 369551. I hope someone can help with this issue.

Thanks.

If the ticket is not older then 3 days, you will have to wait to post the ticket number. It should then go in the sticky. It’s not allowed to ask for a review of a just submitted ticket.

As for the actual issue, she is using her email address to log in and not her display name name, right?

Can she log into the forums?

If so, have her check her browser options for stored passwords (IE needs a separate program to actually view them, but Chrome, Firefox, and Safari all have the ability to view form-saved passwords built in).

You have to wait 5 days before posting in the Sticky actually, right now, as Support is a bit bogged down. Good luck.

Inculpatus cedo.9234:

You have to wait 5 days before posting in the Sticky actually, right now, as Support is a bit bogged down. Good luck.

Hi IC, I disagree on this advice.
Support tasked themself with a timeframe of 72 hours and customers who have issues with waiting to long are imo entitled to hold them to that whatever happens.

I symphatize with support and as stated elsewhere I have been in that position. But the current situation is an incident and doesn’t mean the policy is changed. The name of the sticky is still containing the wording ‘3 days’ so after 72 hour is the moment to put your ticketnumber there if you feel you have waited long enough.

My primary goal here is to help my fellow players with account issues. if that means that I can help support by getting them to post their ticketnumber cause they missed it, or by explaining what they can expect from support , well im welcome to help them. but just cause they get busy I don’t think it is helpfull for the players to lenghten the answering window to 5 days. I’m pretty sure that if this means that the sticky gets an increase of tickets that are overdue, that the support liason is capable enough to wait 2 days for herself and then check the tickets if they are still not resolved.

If she wants to change the max response time to 5 days, then the sticky name should be changed..

mercury ranique.2170:

Inculpatus cedo.9234:

You have to wait 5 days before posting in the Sticky actually, right now, as Support is a bit bogged down. Good luck.

Hi IC, I disagree on this advice.
Support tasked themself with a timeframe of 72 hours and customers who have issues with waiting to long are imo entitled to hold them to that whatever happens.

I symphatize with support and as stated elsewhere I have been in that position. But the current situation is an incident and doesn’t mean the policy is changed. The name of the sticky is still containing the wording ‘3 days’ so after 72 hour is the moment to put your ticketnumber there if you feel you have waited long enough.

My primary goal here is to help my fellow players with account issues. if that means that I can help support by getting them to post their ticketnumber cause they missed it, or by explaining what they can expect from support , well im welcome to help them. but just cause they get busy I don’t think it is helpfull for the players to lenghten the answering window to 5 days. I’m pretty sure that if this means that the sticky gets an increase of tickets that are overdue, that the support liason is capable enough to wait 2 days for herself and then check the tickets if they are still not resolved.

If she wants to change the max response time to 5 days, then the sticky name should be changed..

Gaile did post on that thread that there are some issues that are so prevalent at the moment that the relevant support teams are swamped and to give them 5 days. It’s not for ALL issues, though, and will return to 3 days when the number of tickets goes down. I don’t know if the OP’s issue would fall under one of those issues with the longer wait time.

Edited to add specific post since that thread is taking ages to load:

https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged/page/87#post3641599